Support Engineer (AMER)

Remote, Canada; Remote, United States•NA

Remote

Mid Level

Full Time

12 days ago

remotesupport engineercustomer successlinuxgitci/cddevops

Requirements

•Experience in managing customer facing cases throughout the entire support lifecycle from initial inquiry to triage, reproduction, bug reporting, and resolution
•Excellent Linux systems administration knowledge (LFCE or RHCE equivalent)
•Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails)
•Experience with Git and CI/CD
•Expertise in writing support content
•Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
•Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
•Understanding of different GitLab implementations and how service interruptions impact customers

•Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
•Collaborate with Product, Development, Infrastructure, Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
•Create and update documentation based on customer interactions
•Collaborate with Support team members and other GitLab team members
•Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to customers, or working with SaaS Production team to coordinate incident communications
•Participate in hiring processes by reviewing applications and assessments, and by participating in interviews